Head of Operations – NHS (IT Outsourcing & Service Management)

Outside IR35 | Midlands Hybrid | On-site required

We’re recruiting for an experienced Head of Operations to support a major NHS organisation through a period of transformation and service stabilisation. This role sits outside IR35 and requires a leader who can confidently operate across IT, clinical systems, service delivery, and supplier management within a complex environment.

The Opportunity

You will take ownership of day‑to‑day IT service operations, ensuring services are reliable, safe, and aligned to clinical needs. A major focus will be helping the organisation standardise, streamline, and consolidate operations across a mixed delivery model — part in‑house, part outsourced.

This is the ideal role for someone who understands the realities of NHS operational pressure, knows how to get the best out of suppliers (particularly clinical systems), and can drive clarity, compliance, and consistency across fragmented services.

Key Responsibilities

* Lead the daily IT service operations, ensuring stable and clinically safe service delivery.

* Oversee and optimise IT outsourcing governance and supplier performance.

* Build strong relationships with outsourced partners to ensure SLA, KPI and contractual compliance.

* Assess and differentiate between in‑house vs outsourced capabilities, creating clear models, processes, and standards.

* Drive consolidation and standardisation of service processes, tooling, workflows, and reporting.

* Ensure operational alignment with clinical systems, digital strategy, and cyber requirements.

* Provide senior leadership across service management, service desk, infrastructure, and applications.

* Manage operational risks, escalations, and service recovery where required.

* Contribute to wider digital transformation and service improvement planning.

Essential Experience

* Significant NHS operational leadership experience at Head‑of‑Ops or similar level.

* Deep IT outsourcing experience — must have owned supplier relationships and governed major contracts.

* Proven ability to manage clinical systems operations and understand clinical impact.

* Strong track record in service management, stabilisation, and operational turnaround.

* Experience standardising services across mixed delivery models.

* Excellent stakeholder management and the ability to operate confidently at exec level.

Role Details

* Outside IR35

* Midlands hybrid – regular on‑site presence required

* Start: ASAP

* Duration: Initially 6–12 months

* Rate: Competitive